Assignee

GENESYS TELECOMMUNICATIONS LABORATORIES INC

US·377 granted patents·39 pending applications·2,265 citations·filing 2012–2022

Technology mixH04M287 H04L172 G06Q150 G06F131 G10L64 H04W42

Top patents by PatentIndex Score

416 records

0198US9674361B2System and method for intelligent task management in a workbinGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Jun 6, 2017·107 cites·21 claims
0297US11586828B2Method, system and computer program product for sentiment analysisGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2020·Granted Feb 21, 2023·7 cites·8 claims
0397US9912810B2System and method for chat automationGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Mar 6, 2018·222 cites·20 claims
0497US9635181B1Optimized routing of interactions to contact center agents based on machine learningGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Apr 25, 2017·51 cites·16 claims
0597US9596350B1Virtual interactions in contact center operationsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Mar 14, 2017·89 cites·20 claims
0696US11562148B2Method, system and computer program product for sentiment analysisGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2020·Granted Jan 24, 2023·5 cites·6 claims
0796US11551011B2Method, system and computer program product for sentiment analysisGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2020·Granted Jan 10, 2023·5 cites·16 claims
0896US10498898B2Systems and methods for chatbot generationGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2017·Granted Dec 3, 2019·29 cites·19 claims
0996USRE46852EMethod and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queueGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted May 15, 2018·23 cites·23 claims
1096US9723151B2Optimized routing of interactions to contact center agents based on forecast agent availability and customer patienceGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Aug 1, 2017·39 cites·18 claims
1195US10346635B2System and method for data management and task routing based on data taggingGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Jul 9, 2019·242 cites·16 claims
1295US10154138B2System and method for optimizing physical placement of contact center agents on a contact center floorGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Dec 11, 2018·26 cites·13 claims
1395US9609131B2Activities assignment optimization for multi-skill contact centerGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Mar 28, 2017·22 cites·18 claims
1494US11245793B2System and method for managing a dialog between a contact center system and a user thereofGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2020·Granted Feb 8, 2022·4 cites·20 claims
1594US10645225B1Systems and methods relating to chat interfacesGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2019·Granted May 5, 2020·21 cites·20 claims
1694US10171659B2Customer portal of an intelligent automated agent for a contact centerGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Jan 1, 2019·14 cites·14 claims
1794US10038787B2System and method for managing and transitioning automated chat conversationsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Jul 31, 2018·21 cites·20 claims
1894US9866693B2System and method for monitoring progress of automated chat conversationsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Jan 9, 2018·26 cites·20 claims
1994US9823949B2System and method for intelligent task management and routingGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Nov 21, 2017·19 cites·19 claims
2094US9762733B1System and method for recommending communication mediums based on predictive analyticsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Sep 12, 2017·80 cites·23 claims
2194US9613619B2Predicting recognition quality of a phrase in automatic speech recognition systemsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2013·Granted Apr 4, 2017·37 cites·20 claims
2294US9565296B2Call event tagging and call recording stitching for contact center call recordingsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Feb 7, 2017·9 cites·20 claims
2394US9525640B2System and method for controlling lifespan of interaction requestsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2014·Granted Dec 20, 2016·19 cites·30 claims
2493US11363141B2Systems and methods relating to asynchronous resolution of customer requests in contact centerGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2021·Granted Jun 14, 2022·12 cites·20 claims
2593US10839432B1Systems and methods for automating customer interactions with enterprisesGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2019·Granted Nov 17, 2020·49 cites·16 claims
2693US10789430B2Method and system for sentiment analysisGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2018·Granted Sep 29, 2020·7 cites·33 claims
2793US9817813B2Generalized phrases in automatic speech recognition systemsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2014·Granted Nov 14, 2017·38 cites·21 claims
2893US9648168B2Method and apparatus for optimizing response time to events in queueGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted May 9, 2017·8 cites·9 claims
2993USD771643SDisplay screen with graphical user interfaceGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2014·Granted Nov 15, 2016·68 cites·1 claims
3092US11134152B2System and method for managing a dialog between a contact center system and a user thereofGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2020·Granted Sep 28, 2021·3 cites·28 claims
3192US10186255B2Language model customization in speech recognition for speech analyticsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Jan 22, 2019·11 cites·14 claims
3291US11218594B1System and method for creating bots for automating first party touchpointsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2020·Granted Jan 4, 2022·7 cites·17 claims
3391US10750019B1System and method for assisting agents via artificial intelligenceGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2019·Granted Aug 18, 2020·44 cites·16 claims
3491US10469664B2System and method for managing multi-channel engagementsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Nov 5, 2019·19 cites·23 claims
3591US10346785B2Multi-tenant based analytics for contact centersGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2014·Granted Jul 9, 2019·13 cites·18 claims
3691US10129720B1Conversation assistantGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2012·Granted Nov 13, 2018·41 cites·31 claims
3791US9992336B2System for analyzing interactions and reporting analytic results to human operated and system interfaces in real timeGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Jun 5, 2018·11 cites·13 claims
3891US9571646B2Routing user communications to agentsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Feb 14, 2017·9 cites·19 claims
3991US9532209B2Customer care mobile applicationGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Dec 27, 2016·12 cites·22 claims
4090US11620656B2System and method for personalization as a serviceGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2021·Granted Apr 4, 2023·2 cites·11 claims
4190US10171669B2System and method for routing interactions for a contact center based on intelligent and dynamic routing considerationsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2017·Granted Jan 1, 2019·12 cites·18 claims
4290US10051131B2Multimodal interactive voice response systemGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Aug 14, 2018·7 cites·18 claims
4390US10038783B2System and method for handling interactions with individuals with physical impairmentsGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Jul 31, 2018·11 cites·20 claims
4490US9961076B2System and method for identity authenticationGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted May 1, 2018·12 cites·17 claims
4590US9900438B1Pinning in an interactive media/voice response systemGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2016·Granted Feb 20, 2018·12 cites·20 claims
4690US9635182B2Method and system for managing interactive communications campaigns with call pacingGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2015·Granted Apr 25, 2017·8 cites·18 claims
4790USD763863SDisplay screen with graphical user interfaceGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2014·Granted Aug 16, 2016·46 cites·1 claims
4889US11367080B2Systems and methods relating to customer experience automationGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2019·Granted Jun 21, 2022·12 cites·24 claims
4989US11134153B2System and method for managing a dialog between a contact center system and a user thereofGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2020·Granted Sep 28, 2021·2 cites·10 claims
5089US11063943B2System and method for re-authentication of asynchronous messagingGENESYS TELECOMMUNICATIONS LABORATORIES INC·Filed 2018·Granted Jul 13, 2021·8 cites·30 claims

Showing the top 50 of 416 patent records by PatentIndex Score.

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